Description
Are you ready to take the next step in your career by becoming a Salesforce.com Certified Service Cloud Consultant? Instructors will present scenarios that will help reinforce your knowledge of Service Cloud
functionality by thinking through requirements design considerations. The course provides an overview of the exam objectives to help you focus your efforts to prepare for the Salesforce.com Service Cloud Consultant Certification exam.


Target Audience
* Individuals who have experience designing Service Cloud solutions and are preparing to take the Salesforce.com Service Cloud Consultant Certification exam.

* : Salesforce.com Certified Service Cloud Consultant

Objectives
At the end of the course, students will be able to:
* Review the different exam objectives and their weighting on the exam.
* Understand the product areas to focus on to best prepare for the exam.
* Discuss how to design Service Cloud solutions to meet specific business needs
* Assess your exam readiness by answering practice questions

Course Outline
1) Introduction and Exam Overview
2) Implementation Strategies
3) Solution Design
4) Knowledge Management
5) Interaction Channels
6) Case Management
7) Contact Center Analytics
8) Integration and Data Management
9) Service Console

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QUESTION: 1
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app.
Which two features should be added to meet this requirement? Choose 2 answers

A. Salesforce Knowledgebase
B. Chatter Groups
C. Field Service Lightning
D. Service Cloud SOS

Answer: C, D

QUESTION: 2
Universal Containers runs a support operation with multiple call centers.
The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
C. Create a joined report that includes fields for call center location, agent, calendar month, and firstcall resolution.
D. Create a matrix report that includes fields for call center location, agent, calendar month, and firstcall resolution.

Answer: D

QUESTION: 3
Universal Containers has a single contact center that handles all service requests including chat,
Cases, and web form submissions. It is important that Reps are assigned work evenly so that all
requests are handled in the order they are received.
How would a Consultant address this requirement?

A. Configure Case Assignment Rules
B. Configure Omni-Channel with Most Available Routing
C. Configure Live Agent Skills-based Routing
D. Configure Omni-Channel with Least Active Routing

Answer: B

QUESTION: 4
The Contact Center at Universal Containers wants to increase its profit margins by promoting call defilection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

A. Knowledge Base
B. Customer Community
C. Automatic Call Distribution
D. Service Cloud Console

Answer: A, B

QUESTION: 5
Support agents need to verify that customers are eligible to receive customer support before they can update the
Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

A. Contacts
B. Products
C. Service contracts
D. Case history

Answer: A, C